Borrow from startups and marketing, create change customer personas

Customer personas are often generated once market research and qualitative interviews have been conducted. By taking a more detailed look at a customer’s pain points, consumption habits and preferences, startup teams internalize client-centricity early on. Who says they can't be a pillar of the change communication strategy? I explain how to adapt customer personas templates to a transformation project. The moment you view employees as customers in a change project, you reflect on their pain points, preferred communication channels and how to get their buy-in. Use startup and marketing tools, hone in on customer personas!